Customer Experience Management

A customer experience management (CEM) system is designed to help businesses manage the organisation’s interactions with current and future customers.

It should work with all customer-facing touchpoints by organising, automating and synchronising them so that businesses can service their customers, and respond quickly to issues and new business requests or opportunities. When creating a customer-centric view, an understanding of integration technologies and experience in the relevant business functions is required.

The challenge facing most organisations lies in integrating and co-ordinating multiple touch-points and systems into a single CEM solution which is easy and cost-effective to use, manage, and maintain.

Our Customer Value Management Integration (CVMi) Platform is an end to end digital marketing orchestration and integration platform which enables:

Recording of customer interactions for all marketing communications and support closed loop marketing.

The implementing of CVMi on a big data platform helps drive digital transformation, reduced customer stickiness, improves customer revenue as well as experience, and allows for a cost reduction in process efficiencies in the following ways:

Digital, Customer Stickiness and Experience

Personalised Product recommendations and contextualisation

Churn Prevention

Insurance Leads

Fibre Leads

Product (e.g. Device) Affinity

Competitor Intelligence – Web Scraping

Data Monetization

Cost Reduction/Process Efficiency and Customer Experience

Single View of the Customer (360 Degree View)

Fraud Anomaly Detection (Delivery Address)

Inbound Contact Centre Call Deflection

IVR Smart Routing to best Agent

We provide a turnkey solution that address the implementation of customer experience use cases, aimed at delivering increased revenue and improved customer experience.

Our Application Development and Support practice implements and supports these solutions and use cases in a production environment.

Our successes in CEM are built upon a combination of technical, analytical, and leadership skills. Added to this is our extensive business expertise and experience, coupled with our competencies in integrating systems in an enterprise environment.